Look for the purple text box icon in the lower right of the screen and click on it.
The Chat link is available on many pages during the Chat service hours. You should see the icon in the lower right corner off the My TELUS logon page as well as many other pages.
I've never contacted them via email. Email has it's advantages over Chat especially if you are on the go and multi-tasking.
Let us know what how quickly they respond.
As for the Bot on Chat, it's has limited smarts but it is usually obedient if you ask for a real person.